Job Purpose
The
Operations Manager - Call Center will ensure that the department is consistently providing quality service to all customers. The Operations Manager - Call Center will consistently explore opportunities to improve efficiencies and the overall productivity.
Duties And Responsibilities
- Resolves escalated customer service issues by working closely with the supervisor and customer service representative. Initiates cross-departmental communication and coordination to escalate and resolve customer issues
- Monitors calls to observe customer service representatives demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
- Determines, monitors and analyzes productivity levels of customer service team
- Motivates the team, drives morale, provides coaching and assistance to call center agents on an ongoing basis
- Implements new working procedures in the operation process
- Reviews, approves, and delivers employee evaluations
- Conducts interviews and selects optimal candidates
- Ensures compliance of all company policies. Manages escalated disciplinary/personnel issues accordingly. Communicates with HR.
- Establishes, monitors and drives a variety of call center metrics to meet departmental goals and service levels. Prepares daily and monthly call center reports for executive team.
- Analyzes needs of the call center and coordinates resources accordingly, including training programs to ensure team members have the skills and knowledge to meet customer service needs
- Continuously work to identify areas of improvement and initiate positive changes to increase customer satisfaction and employee productivity
- Ensures confidentiality is maintained through adherence of HIPAA and PHI Guidelines
- Ensures implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services
- Carries out management responsibilities in accordance with the organization's policies and applicable laws
- Use, protect and disclose patients protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Understand and comply with Information Security and HIPAA policies and procedures at all times
- Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
Qualifications
- Bachelor's degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience
- At least 3 - 6 years of managerial experience
- Knowledge of Payor/Insurance Benefits
- Proficiency in Epic, GE, ECW a plus
- Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs
- Excellent interpersonal and organizational skills
- Strong leadership, independent thinking and decision-making skills
- Excellent oral and written communication skills
- Ability to prioritize responsibilities
- Strong customer service skills with the ability to manage difficult situations/customers while remaining patient and professional
Working Conditions
- Work Setup: Full Time Permanent Onsite
- Work Schedule: Night Shift
- Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
- Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
- Work Environment: The noise level in the work environment is usually minimal.
Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law. 
